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CA Service Management

1 Post authored by: Sanjay_Kumar Employee

Category Design Guidance

Posted by Sanjay_Kumar Employee Dec 22, 2014

- Contributed By CarolPiccus, Sr. Solutions Architect

 

Service management categorization is highly dependent upon the structure of the business, the structure of the support organization(s), and the type of customers. There are also several data points that, when in use, can further affect how categorization is designed and implemented (e.g. Symptom, Resolution Code, Resolution Method). This cookbook article presents design considerations and samples for the key data points involved in ticket categorization.

 

Please see attached document.